Welcome to the official store of Fans Gala Limited! We attach great importance to your shopping experience and are committed to providing efficient and reliable delivery services to customers around the world. Please read the following shipping policy carefully to understand our shipping process, costs, time and other related matters.
1. Order Processing Time
- Processing Time: All orders will be processed within 1-3 business days. Once your order is processed, you will receive a confirmation email with a tracking number. Order processing time does not include weekends and public holidays.
- Customized or pre-sale items: For items that require customization or are pre-sale, the processing time may be extended. The specific time will be stated on the product page, please pay attention when placing an order.
2. Shipping Service and Time
We provide a variety of shipping methods to meet the needs of different regions and customers. The specific shipping time and cost may vary depending on your delivery address.
- Standard Shipping:
- Expedited Shipping:
- Local Express (Applicable to some countries/regions):
Please note that the above shipping time is a reference time, and the actual arrival time may vary due to uncontrollable factors such as logistics companies, customs, weather, etc.
3. Shipping Fees
- Free standard shipping for orders over 300 yuan (limited to some regions, please check our shipping options for specific applicable countries).
- Standard shipping fee: calculated based on your region and total order weight, the corresponding fee will be automatically displayed at checkout.
- Expedited Shipping Fee: Additional fees will be charged based on the size and destination of the package, and you can choose the appropriate shipping method at checkout.
4. International Orders and Duties
- Duties and Import Taxes: For international orders, possible customs duties, import taxes and other additional fees are borne by the customer. These charges will be assessed according to your country's policies and will be collected by local customs once the package reaches its destination. Fans Gala Limited is not responsible for these charges and cannot estimate the specific costs.
- Customs Delays: Due to customs inspections involved in international shipping, your package may be delayed due to customs reasons. In this case, please contact the local customs or logistics company for further follow-up on the status of the package.
5. Package Tracking and Signature
- Package Tracking: Once your order is shipped, we will provide you with the tracking number and logistics information of the package by email, which you can use to track the package in real time.
- Signature Requirement: For orders with higher value, we may require signature confirmation upon receipt. If you are not at home, the carrier may arrange for re-delivery or deliver the package to a nearby courier point.
6. Address Change and Order Cancellation
- Address Change: If you need to change the delivery address of your order, please contact us as soon as possible through the customer service email. Please note that the address cannot be changed once the order is shipped, so please make sure that the address information filled in is correct before placing an order.
- Order Cancellation: If you wish to cancel your order, please contact us as early as possible before the order is processed. Once an order is shipped, it cannot be cancelled, but it can be processed through the return process (please refer to our return policy for details).
7. Undelivered Package
- If your package is not delivered within the estimated time, please follow the steps below:
(1) Contact the carrier using the provided tracking number to confirm the status of the package.
(2) If the tracking information is not updated or shows that the package is lost, please contact us immediately (support@fansgala.com) and we will handle the investigation and compensation for you.
Note: For non-delivery caused by the customer providing an incorrect address or failing to collect the package in time, the additional cost of re-shipping will be borne by the customer.
8. Damaged or Lost Package
- Damaged Package: If the package you received was damaged during transportation, please contact us within 48 hours of receiving the package and provide photo proof. We will assist you in filing a claim with the logistics company and reschedule the shipment or refund you as appropriate.
- Lost Package: If the package is lost during transportation, please confirm with the logistics company using the provided tracking number. If it is confirmed that the package is lost, we will handle the corresponding compensation or re-shipment for you.
9. Other considerations
- Holiday delivery: During busy holidays (such as Spring Festival, Christmas, etc.), processing and shipping time may be extended. We recommend that you place your order in advance before the holidays to ensure that the package can be delivered on time.
- Remote areas: For remote or difficult to reach areas, the shipping time may exceed the normal time limit, and the specific information will be displayed at checkout.
If you have any questions about our shipping policy or need further assistance, please contact us through the following methods:
- Customer service email: support@fansgala.com
Thank you for choosing Fans Gala Limited, we look forward to providing you with quality service!